Practice Manager Syncing Issues

Otto Flow relies on constant communication with your local clinic server in order to regularly sync changes from your server to ours.

Examples of what Otto uses are below:

• New appointments
• Clients
• Pets
• Invoices
• Vaccines
• Prescriptions
• Etc.

We look for changes on a regular cadence in order to trigger automated messages for appointment reminders and provide features and functionality for your clinic and your pet parents.

Troubleshooting Steps

If you are seeing this error, then we recommend you try the following troubleshooting steps before reaching out to our support team.

1) Is your internet Down?

- If you log into your server and open up a browser can you reach the internet?

2) Is your server powered on?

- We need to make sure your server is powered on to sync your data.

3) Try restarting your server.

- Sometimes things happen.  Can you try restarting your server and waiting a few hours to see if the issue is resolved?  Unfortunately, it takes a few hours once your computer has been offline for a bit to make sure that everything gets up to date. 

4) Is there an Internet outage or known support issue

- You can see the status of Flow and any partners we depend on here: https://status.otto.vet/

5) Did you recently upgrade or reinstall on a new server? 

- Please reach out to our support team and let them know the details.

6) Did you switch to a new practice management software?

- Have you switched practice management softwares (PIMS)?  Reach out to support and let them know your new practice management server and we will get you switched over.

Paused Syncing

Syncing will be paused overnight (and when clinics are closed) and will resume again one hour prior to opening on the next business day.

     💡Clinics that are open 24 hours will not be affected, and syncs will continue to happen.

Navigating to the Flow Appointment page and clicking Refresh will trigger an appointment sync during paused syncs. 

Navigating to the right side panel to search for clients/patients and clicking on Refresh will force a sync for new client data during paused syncs.

Creating a support ticket — one click

If the above troubleshooting steps haven’t resolved your sync issues, it’s been more than 24 hours of no connectivity, and you have not heard from our data partner, please reach out to Otto Support by navigating to Settings → Sync Status and selecting "Create Support Ticket". This will automatically create a ticket with our Support team, and they will be able to help resolve this.

Once the ticket is created, you'll get a confirmation banner with the ticket number. Otto Support reaches out via email, conversation, or phone, depending on the severity.
 

What if I don't see the button?

The button appears only when Flow has actively detected a sync issue. If you suspect a problem but the button isn't showing, you can still escalate by contacting Otto Support directly — please mention the suspected sync issue so we can investigate from the back-end.
 

What happens next

Don't worry, Otto will continue to work, and you can continue to receive and send text messages.  Automated messages and reminders will still go out. We simply will not get updates from your server, so if a new client or appointment is created, those won't show up in Otto until we get this resolved.

Usually, our data partner will be able to fix things on their end and get you back up and running. Every once in a while, they will need to get reconnected with your server. If this is needed, they will reach out directly to you. Therefore, you’ll want to make sure you have access to log in to your server so that our data partner can then walk you through some troubleshooting steps to get the clinic's server connected again.